Phone been cut off after agreement to pay at later date

[Pauls1979]

Prior to my bill date I phoned customer support to arrange a late payment as I had just lost my job and country was been placed in lockdown due to the Coronavirus. This was agreed bu 02 customer support. However my phone was still disconnected after a few days without any notice! I have lost a friend to the virus who I could not make contact with because my phone was turned off and I have an elderly mother who is high risk that I can not communicate with! I have trained making contact with customer support everyday now and can not get through on the phone or chat. I know this is hard times but I am completely with communication with people I love because o2 have not honoured what they agreed! Can someone please help me? I have been with 02 for twenty years and I’m disgusted I have been treated this way during such an awful period. How can I contact someone to discuss this vi have tried every number I can find. Please help

[Pauls1979]

I have now made contact with 02 three times. Had my phone turned back on as originally agreed three times and have also had my phone turned off three times. And have been told to expect it to happen again. And will need to keep calling back. . It’s the automated system that is disconnecting phones regardless of what has been agreed in advance.
It’s a disgrace really. In my opinion this system should be turned off until at least the country is off of lockdown and people can return to work. O2 are putting peoples lives and wellbeing at risk.
I thought the strap line this awful time in our history was “we are in it together”?

[jonsie]

Great post @Pauls1979 

[Cleoriff]

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@Pauls1979 wrote:
I have now made contact with 02 three times. Had my phone turned back on as originally agreed three times and have also had my phone turned off three times. And have been told to expect it to happen again. And will need to keep calling back. . It’s the automated system that is disconnecting phones regardless of what has been agreed in advance.
It’s a disgrace really. In my opinion this system should be turned off until at least the country is off of lockdown and people can return to work. O2 are putting peoples lives and wellbeing at risk.
I thought the strap line this awful time in our history was “we are in it together”?

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Totally agree and something we all have been campaigning for  @Pauls1979 

[Pauls1979]

I don’t know if it will do any help but I have emailed both the BBC & ITV. I’m no campaigner but o2 has caused me considerable distress and anxiety over the past week it’s been awful and I’ve been scared.

Turning my phone off under normal times would not be an issue. Calling in everyday to get my phone reconnected wouldn’t be a problem. In normal times we can deal with that. Been left without communications during these times is unacceptable.

The o2 advisors are thin on the ground and struggling to keep up with calls. The advisors shouldn’t have to Be flooded with calls from people who are scared for there loved ones. It’s not there fault.
02 needs to fix this quick in my opinion.

We don’t know what’s around the corner. It’s a time for everyone to be talking more not been left alone and isolated. Not knowing if family are safe and well. Shame on you 02!

[Sensotronic]

I bet the Cheif Exec would not get cut off. Or have to sit in a queue. But then I guess why should he care. It's not his problem. He could do the right thing and get this sorted in seconds.

[Marjo]

Hi @Sensotronic , sorry to hear you've also been cut off despite managing to contact customer service earlier. I will drop you as well a private message shortly so I can get someone on our end to help.

[Customer123]

Hi.... I also have contacted o2 customer services to arrange a delayed payment which was agreed over the phone and now 2 days later have been cut off after been assured this would not be the case! And can not contact anyone due to outgoing calls being deactivated! I am so angry at this time in the worlds current situations that you make it in unaccessesable to contact family and friends!

[Customer123]

@Marjo

[MI5]

@Customer123 

The system will always cut you off regardless of any agreement. 

You need to call O2 via Skype to be reconnected. 

Numbers and Skype guide here Guide: Coronavirus Community Help and Support